Customer Service Operations Manager

3 weeks ago


Leeds, Leeds, United Kingdom World Duty Free - WDF Full time

Position Title: Customer Service Operations Manager

Department: Retail Management

Location: Leeds Bradford Airport

Compensation: Competitive annual salary with a 12% Management Bonus

Benefits: Comprehensive benefits package including free parking, bonus scheme, wellbeing support (EAP), employee discounts, travel discounts, life assurance, pension plan, and health cash plan (covering dental, optical, medical, and fitness discounts)

Contract Type: Full-time, 37.5 hours per week

Work Schedule: 5 days out of 7

The Customer Service Operations Manager at World Duty Free plays a crucial role in our retail environment, leading and motivating the team to provide outstanding customer service. This position involves coaching, guiding, and exemplifying store standards.

Your Key Responsibilities:

  • Lead, develop, and inspire the team to meet their sales objectives during team meetings.
  • Ensure an exceptional customer service experience is consistently delivered.
  • Act as a positive role model on the shop floor.
  • Collaborate effectively with fellow Customer Service Leaders.
  • Optimize the performance of your department/category.

What You Need to Succeed:

  • Proven experience in managing a team within a retail customer service and sales context.
  • Strong interpersonal skills with the ability to communicate clearly at all organizational levels.
  • Customer-centric approach with the capability to engage and influence both internal and external stakeholders.
  • Self-driven, passionate, enthusiastic, and an effective team player/leader.

World Duty Free is committed to providing a comprehensive induction and training program to ensure you have the best start in your new role. You will have the opportunity to work alongside experienced colleagues who will support your learning and encourage your professional growth.

Your Benefits Include:

  • Company bonus scheme
  • Employee Assistance Programme – a confidential service offering support on various personal and financial issues
  • Discounts on products for employees, family, and friends
  • Travel discounts
  • Free parking
  • Pension scheme
  • Healthcare options

At World Duty Free, we recognize that our success relies on dedicated colleagues who bring positivity and exceptional service to our customers. Our goal is to foster a workplace where you are treated with respect, engaged in your role, and provided with opportunities for skill development and fair recognition.



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